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Casino Room - They have taken my second withdrawal due to unproven accusations

RESOLVED
Complaint Info
Disputed casino Casino Room
Reason Declined payment
Amount kr 18151
Elise Sweden
Posted on June 10, 2020

I recently opened an account at Casino Room where I deposited 10 000SEK and received the welcome bonus of 100%.
So With the bonus i had 20 000SEK to play with. The wager requirment for the bonus was 35 times the deposit which gives a wager requirement of 350 000SEK before you can make a withdrawal.

On Casino Room the slots You can play with a bonus active is under the section ”bonus games” and these are the ones you are allowed to play with the bonus active. I only played slots under bonus games!

For 3 entire days I played and managed to fullfil the wager requirement of 350 000SEK.

Once finished I had a balance of about 14 000SEK left. Which is 4000SEK in profit beacuse my deposit was 10000SEK. I made a withdrawal and received the money the day after!

Since it worked quite well the first time I played on casino room I decided to deposit another 1000SEK. This time I had no bonus activated in my account. I played all night and managed to turn these 1000 sek into 19 151SEK playing different slots. Happy with my big win of 18 151SEK I made a new withdrawal but this time i had not received the withdrawal the day after. And when I tried to log in to the site again i got one message that said that my account is blocked ....

I contacted live support and asked them what was wrong and they said i would receive an email later.
In the email I got they said I had cheated and been working together with other people ...
Which for me sounds very strange beacuse it is the first time I play this site! I sent another email confronting them about this and the reply I got was that they would investigate this and send me a reply in 10 days. I have now received the reply and read and I still don’t understand why they took my win of 18 151SEK.

I have saved the emails and only want to get some answers to what has happened! I don’t like being called a cheater when I havent done anything wrong :/ I fulfilled the wager requirement and so on and followed the terms and agreement of the bonus ! I I don’t think this is fair to me as a new player on casino room And I have never experienced anything like this on any other casino site ! I looked online to see if this had happened to other people and found ask gamblers. So this Is why I write to ask gamblers now to try and get some answers.
Best regards
Elise

Posted on June 12, 2020

Hello Elise
I'm sorry to hear you had a negative experience but we don't allow bonus hunting, this is in breach of TCs at most online casinos, if not all I would say. When you reload your account using a match bonus, if you lose your deposit, your bonus and wagering will kick in. In your case you never lost your deposit, that is shown in the stats we provided, thus the bonus should never have been triggered and these are the wins we cancelled, you actually cashed out twice as much as you were entitled to.

I recommend that you remove these screenshots or crop them a bit to hide your personal information.

AskGamblers
Posted on June 16, 2020

Dear @Elise,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

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